Help Center
Frequently Asked Questions
Here are some answers to popular questions about our brand and products. Looking to get in touch or have other questions not listed? Contact us here
Payments & Financing
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All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.
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Yes, we accept online payments. All payment processing and vital customer information is quick, easy, and secure.
Learn more about our store's safe checkout experience (powered by Shopify) here.
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We accept payments from major credit card companies like Visa, Mastercard, and American Express. Additionally, we provide financing options for qualified customers. Please visit our payments page or contact our customer service for more information on specific payment options and details.
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We have partnerships with Wells Fargo, Affirm, PayPal, and Shop Pay that offer flexible payment plans and installment options. Please check our financing options page for more information on the financing options available.
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At this time, we do not offer layaway options for jewelry purchases. Please see our available payment options here.
Shipping & Delivery
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Processing Time
- In-stock Items: Processed and shipped within 1-3 days.
- Made to Order: Estimated 6-8 weeks for production. Check individual product pages for specific timings.
- Rush Orders: Email contact@princessbridediamonds.com for possibilities. Note: Shipping method does not affect production time.
Average Shipping Times (Processing times still apply)
- FedEx 2-Day: 2 business days, excludes weekends and holidays.
- FedEx Overnight: Next business day, excludes weekends and holidays.
- DHL International: 3-8 business days, excludes weekends and holidays.
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Shipping rates can vary depending on your region and are calculated at checkout.
Here are the full details of our Shipping Policy. -
Yes, we offer free express insured shipping for domestic orders over $500 USD.
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We use UPS, FedEx, and DHL.
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Yes, as soon as your order is shipped you will be sent a tracking number.
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If you need to change the shipping address after placing an order, please contact our customer service as soon as possible. We will do our best to accommodate your request, but please note that once an order has been processed or shipped, address changes may not be possible.
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We take precautions to ensure that all packages are delivered as safely and securely as possible. This includes utilizing 2-day or overnight express shipping, coupled with a requirement for an adult signature upon delivery. In the event that something does happen, please contact us as soon as possible. We will assist you in making an insurance claim for reimbursement, or we will promptly address any damage by fixing or replacing the item for you.
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We do not offer shipping to PO, APO, or FPO addresses. However, we can ship to any residential or business address, as well as UPS Access Points for your convenience.
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If you know you won't be able to sign for your delivery, we offer two options:
- Delivery to a different address: You can have your package delivered to an alternative address where someone will be available to sign for it.
- Hold at a nearby UPS location: Alternatively, you can choose to have your package held at a nearby UPS location for convenient pickup at your earliest convenience.
Please let us know your preference, and we'll make the necessary arrangements to ensure your package reaches you securely.
Warranty & Repair
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Our warranty provides a guarantee against manufacturer defects. You will also get a lifetime of free cleanings and check-ups.
The guarantee covers any manufacturing, design, or material defect. Please notify us within 2 months of noticing any defects.
It does not cover blows, improper use, or other issues that are not attributable to a manufacturer defects. -
Our warranty does not cover damage resulting from misuse, accidents, alterations, improper installation, or unauthorized repairs. Normal wear and tear are also not covered. For full details on what is excluded from the warranty, please refer to the warranty information.
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We offer an extended warranty called the JM Care Plan, which can be added to your products for an additional cost. This extended warranty must be purchased before the ring leaves our store and is picked up or delivered to you.
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The cost of the extended warranty may vary depending on the price of the item.
You can view the pricing tiers here.
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To claim warranty service, please contact our customer service team with your proof of purchase and a description of the issue. We will guide you through the warranty process and provide instructions for returning the product if necessary.
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If your product requires repair, please contact our customer service team to discuss the issue. We will provide guidance on the next steps, which may include sending the product in for repair or troubleshooting steps to address the issue.
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Repair coverage under warranty may vary depending on the nature of the issue and the terms of the warranty. Please refer to the warranty information for details on repair coverage.
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Repair times may vary depending on factors such as the nature of the issue and the availability of replacement parts. Our customer service team will provide an estimated repair time once we have assessed the situation. Typical repair time is 1-2 weeks.
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Shipping costs for repair may vary depending on the warranty coverage and the nature of the issue. Our customer service team will provide guidance on any shipping costs associated with sending your product in for repair.
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Yes, we offer ring resizing services to ensure your ring fits comfortably. Please contact our customer service team for assistance with resizing your ring.
Returns & Refunds
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Our return policy allows for returns of ready to ship and in-stock pieces. All made to order pieces are final sale. Please refer to our Returns Policy page for detailed information on eligibility criteria, timeframes, and any associated fees.
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To initiate a return, please contact our customer service team. You will be guided through the return process and provided with instructions on how to return your item.
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Yes, we offer full and partial refunds on ready to ship and in-stock items.
Here is more information about our Refund policy. -
A refund request can be submitted for ready to ship items within 14 days after the purchase is made.
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In the case when the piece has not been altered or changed and is undamaged, you are eligible for a full refund less shipping.
In the case when the ready to ship item has been altered (eg. sized or modified) and the product has been used, you are eligible for a partial refund.
In the case when a product has been damaged, and the damage is not covered by your warranty, you are not eligible for a refund.
Please check our Terms of Service to see if you're eligible for a refund. -
All shipping costs (including the return shipping) are handled by the customer.
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Our ready to ship and in-stock pieces are eligible for return. Personalized or custom-made items are final sale.
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Restocking fees may apply to certain returns, depending on the condition of the item and the terms of our Returns Policy. Please refer to our Returns Policy for details on any applicable restocking fees.
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Refunds are typically processed within a day of receiving the returned item. However, please note that it may take additional time for the refund to reflect in your account depending on your payment method and financial institution.
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If your item arrives damaged or defective, please contact our customer service team immediately. We will arrange for a replacement or refund, depending on the nature of the issue and the availability of the item.
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Online, we do not offer direct exchanges. However, you may return your item for a refund and place a new order for the desired item.
In-store we can offer exchanges.